I recently purchased a Sony Z5 Compact on the 28th of September from the Carphone Warehouse. I had the phone for less than a month before the back glass panel cracked, supposedly due to a known issue with the heat the device gives off. I took it back to Carphone Warehouse and the informed me it was best to send it directly to Sony for repair.
I did this on order number 1-21934720083. Then rebooked on 1-22127381778 because DPD are rubbish!
I received the phone back, having not been informed that it was being sent back to me, and found that the back had been changed to aluminum. I also found that the screen was acting erratically (like I was double tapping letters when I wasn't) and that the fingerprint sensor was no longer working and the power button also felt loose.
I once again sent the phone back on 1-22182603259.
Once again I have received the phone back (at least this time you let me know it was coming) and have found that it is still defective. Now the headphone jack isn't working correctly, the left ear has static and low output and several people (including the Xperia support team) have complained that they can't hear my voice on calls.
I tried booking in the phone once again on Saturday 07/11 but could not as the status on the Xperia care page for my phone said it was still in transport. I called the Xperia care phone number and was told that the issue would be solved (and a VIP repair would be carried out) and I would be notified of this and would be able to book it in for repair and it would be collected on Monday. This never happened.
I went to the web page this morning and saw that I could now book the repair which I have done on 1-22390236515. I then rang Xperia care and asked them if the phone will be collected today and I was told they could not guarantee it would. I have since recieved an email informing me it will now be collected at some point tomorrow 10/11.
I'm livid at the fact I have not been able to use my brand new phone for more than a few weeks and at that the lack of professionalism from those who are supposed to have repaired my device. I'm also extremely angry at the lack of help from the support team. DPD are also pretty well rubbish when it comes to rebooking collection dates forcing me to call the Xperia care team once again.
I was also given a false complaints email address of question.gb@support.sonymobile.com and have since been given an address to send a written complaint of Sony Xperia, PO BOX 322, Gateshead, NE11 9ZW.
I used to associate the Sony brand with a high quality of service and products. Not anymore. I'm currently seeing if I can get this lemon returned to the Carphone Warehouse and exchanged for a phone that actually works.
Sony you are a disgrace!
